Vice President/General Manager-Service

  • 51794
  • 02 Mar 2020
  • Long Island, NY
  • Other Industries
  • $175,000 - $200,000
  • Jeremy Romero

Job Description

Vice President/General Manager-Service

Role Responsibility

  • Responsible for setting Safety and Operational Excellence expectations for Company.
  • Implement efficiency improvements and promotes and leads employee safety program standards.
  • Sets vision for operational priorities across service for the organization. Leads strategic and tactical operations deliverables through others to ensure operational excellence standards are met
  • Ensures that customers are satisfied and that any inquiries, incidents and issues are resolved in timely manner.
  • Focus on technician retention and building a culture of technician retention and proactively bench recruiting
  • Implement a culture of consistent accountability to deliver against defined KPIs
  • Identify and upgrade key roles in the field service leadership group and develop a self-sustaining culture of excellence.
  • Lead implementation and continuous improvement of Company Operation Systems
  • Ensure that best practices are shared between the field members.
  • Provide progress updates to Board of Directors meetings as required.
  • Collaborates with functional partners to ensure operations can meet customer demand.
  • Responsible for leading, developing and coaching direct reports and building Company culture/values. Conducts ongoing conduct ongoing performance reviews and career development sessions; role model effective talent development. Accountable for workforce planning with key focus on coaching leaders and ensuring effective people practices are in place across the operations organization including: successful employee on-boarding employees, employee engagement, performance management, recognition, development and coaching.
  • Leads and implements systems and processes to maintain a highly engaged workforce.
  • Holds direct reports accountable for actively addressing engagement issues and identifies/leverages best practices in engagement.
  • Develop industry presence and visibility as a leader in service delivery
  • Enhance Company’s position in field service repair
  • Identify forward thinking opportunities to accelerate growth and scale as needed
  • Identify how technology will influence and enhance our customer and technician experience
  • Identify areas within service to streamline process and enhance EBITA growth
  • Responsible for meeting the overall operational financial performance.
  • Ensures and holds direct reports accountable for meeting and controlling operating expenses and established targets.
  • Partners with finance to develop and the operations budget and manages operating PL budgets/metrics and understands how service expenditures/costs impacts business margins.
  • Forecasts overall volume of service, delivery and inventory costs/turns.
  • Successful track record in leading Operations/Service organizations through a period of change and driving results by motivating employees to rally around the vision.
  • Ability to apply strategic and tactical thinking to the operations function and to work collaboratively in cross-functional organization.
  • Prior managerial responsibility for multiple sites and PL responsibility.
  • Must possess strong communication skills as they will frequently be called upon to present to the Board of Directors, ELT and other key leaders and working groups within SCES.


  • Bachelor’s Degree

  • 15-20 years of increasingly responsible experience in operations with senior team experience

  • 10+ years’ experience managing people

  • Results orientation and proven leader in a business approaching $200M in revenue.

  • Strong business acumen and proven track record in achieving financial and operational results.

  • Demonstrated ability in planning, prioritizing competing priorities, budgeting, reporting, and financial analysis. Ability to measure productivity, control process improvement and enhance quality.

  • Experienced in leading teams for high performance, including managing performance, coaching, handling conflict and developing employees.

  • Knows strengths and weaknesses and actively pursues ways to improve

  • Has courage to say what needs to be said, address poor performance and lead courageously

  • Proven ability to use creative alternatives to solve problems, challenge the status quo and lead change.

  • Ability to travel up to 50%.

  • Stature and presence to quickly establish credibility within the organization.

  • Smart, fast thinker and strong leader with growth mindset.

  • Trustworthy individual who has achieved success based on un-compromised ethics and integrity.

  • Coach who is willing to share information and serve as a mentor.

  • Excellent negotiator with experience on a variety of business contracts.

Very professional, flexible on my schedule, perfect follow up & spoke very professionally. Great over all service!
Larry, Sales Manager in the Chicago Area